This article details the warnings and errors the health status can show for an account along with the possible solutions.
The following errors are covered:
Applies to the following Sophos product(s) and version(s) Sophos Central Server Protection
The use of IAM User has been replaced by IAM Role from the 22nd May 2017 and should be used. Only AWS accounts set-up before this date will use this connection method.
Check that the policy for the IAM Role used to associate the AWS account has the required permissions. The permissions are described in article 126082. Please also verify if the IAM Role ARN and external ID are correct and do not contain unsupported characters.
Note: This error can be seen if using Firefox when double-clicking and copying the external id from Sophos Central, then pasting into the AWS console (when creating or editing a trust relationship). This pastes a leading space that isn't detected when trust relationship is saved, but will cause a failure to connect.
The provided credentials are incorrect. Confirm the Access Key and Secret Key before retrying.
Note: This error can be triggered if the Middle East (Bahrain) region or Africa (Cape Town) region is enabled in your AWS account. For further information see the Are there any issues that I should be aware of? section in article Sophos Central: FAQ on Amazon Web Services integration.
This error can also be triggered for customers with existing IAM User connections. This has been replaced with IAM Role and it is recommended using the Change to IAM Role option within Sophos Central to update the connection.
Refresh the account and wait for 1 hour. If the error persists open a support ticket and provide the following information:
Note: To obtain your Customer ID you will need to perform the following when logged into your Sophos Central account:
Refreshing to clear errors
In instances such as incorrect permissions, once you have updated the IAM User or Role you can click on refresh to get an updated health state. This will clear the error if the underlying issue is fixed. Although be aware that it may take several minutes for all aspects of the health state to be updated.
Every comment submitted here is read (by a human) but we do not reply to specific technical questions. For technical support post a question to the community. Or click here for new feature/product improvements. Alternatively for paid/licensed products open a support ticket.